Tanzu Application Service Product Support Engineer

Why will you enjoy this new opportunity?

As a member of the Tanzu Product Support Engineering Team, you will leverage your existing knowledge of Linux, Networking, Databases, or Application Development to become familiar with Cloud Foundry and a wide range of cloud native technologies and services our customers use to deploy, run and manage their applications on cloud platforms such as vSphere, Azure, AWS and GCP. Learning will be part of your everyday experience, as will sharing knowledge you have gained by helping others help our customers. If you are passionate about technology, collaborating with others and delighting your customers, this role is for you!

When you join VMware, you will help grow a company that makes meaningful and significant technology solutions and is committed to being a "force for good" in technology. Our mission is to become the trusted foundation for accelerating innovation in an unpredictable world. VMware software is essential for making the applications and devices your family and friends use every day a reality. Which means your work is essential for transforming everywhere.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days of starting your new role, you will progress through a comprehensive onboarding experience designed to introduce and train you in cloud-based products that you will be supporting such as Cloud Foundry. You will collaborate with others who have recently joined the team while receiving guidance by a mentor with expert knowledge of our products and services. During the 30 day period, you will begin your journey by building relationships with the team members while you attend daily Stand Ups that are focused on sharing awareness of priorities, seeking help from others when you need it, and offering help to those who request it.

In the first 90 days, you will be working closely with your colleagues as you attend workshops that will put into practice the technical concepts learned as part of your onboarding. You will also shadow Product Support Engineers who have seen a thing or two when helping our customers and take advantage of the many opportunities to apply the pair programming techniques developed to ensure success in the role. By the end of the first 90 days, you will have demonstrated proficiency in supporting cloud based products and started taking cases on your own, utilizing your team of support engineers dedicated to helping each other find solutions for our customers.

In the first 120 days and beyond, while you work with customers to solve their most challenging issues, you will have developed your knowledge of our products and established a rapport with your team and extended support resources such as customer account teams, Solutions Engineers, and Product Development. You will continue to learn by interacting daily with your fellow team members, by attending and delivering scheduled Tech Talks and information sessions, and by completing training curated to help you grow your technical expertise and develop your career.

The Work: What type of work will you be doing? What assignments will you be performing on a regular basis? What are the requirements and expectations?

You may be familiar with and enjoy software application development, but you will be just as interested - if not more so - in the infrastructure technologies that support the use of software applications.

You will draw upon your advanced-level Linux experience, understanding of networking, security, virtualization and containerization on a daily basis to engage and guide our customers through highly complex problem solving situations.

Some of the actions you will undertake include, but are not limited to:

• Advanced log analysis using standard linux, custom scripting and networking CLI utilities
• Advanced network packet analysis and debugging using tcpdump, traceroute, nmap and Wireshark
• Host performance analysis using standard Linux tools to identify bottlenecks
• Advanced programming/scripting language skills to write custom scripts and/or programmatically speed results (JavaScript, Python, and/or GoLang, BASH, Powershell)
• Apply advanced understanding of cloud concepts, virtual machines, container architecture and orchestration
• Lead research and provide written root cause analysis
• Partner with our VMWare teams to provide industry best customer experience

Beyond the technical aspects of the role, you will collaborate with your team members on a daily basis. Experiential learning opportunities through pair programming will be available to you each day. You will be sharing your knowledge with the Team and our customers through KB articles and Transfer of Information sessions (TOIs). Of course, your passion for providing outstanding customer service will be applied daily.

What is the leadership like for this role? What is the structure and culture of the team like?

The Tanzu Support Managers live by VMware's EPIC2 Values in every aspect of our roles. Execute, Passion, Integrity, Community, and Customers are the pillars of our organization and drive our commitment to one another and to our customers.

We not only help remove obstacles as needed so that our engineers can do their jobs, but we are committed to helping you grow personally and professionally. We are committed to a culture of collaboration and inclusion, and we firmly believe that diversity is key to our continued success.

The Tanzu Support Team is distributed throughout the world, providing for a sustainable work day, allowing us to disconnect and get to and enjoy our lives outside of our daily work. We believe that we cannot help our customers unless we help each other - this is why pair programming is one of the fundamental pillars of how we work.

Most importantly, kindness is at the core of everything we do. #BeKind

Where is this role located?

Opportunity for Remote: This role can be Fixed (more than 3 days/week in an office, when the office re-opens), Flex (1-3 days/week in an office, when the office re-opens) or Fully Remote, allowing you the flexibility to work from the location you feel most productive and comfortable.

If you are considering a Fixed or Flex arrangement, you would be living within commuting distance of Raleigh, North Carolina. Regardless of your choice, you will be expected to live within 0-1 time zones of the US Eastern Time Zone.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) Wellness reimbursement and online fitness and wellbeing classes

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Client Support
Subcategory: Product Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-05-16

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.